How Telstra innovates with customers to improve lifetime value

The winner of the overall Visionary Award for the Asia Pacific region is Telstra, Australia’s largest telecommunications and media company.

Following the recent launch of a new plan, Telstra was able to tap into its insight community to assess customer understanding. The evaluation from the insight community identified areas of risk that may have affected customer satisfaction and retention, as well as clear actions to mitigate them, giving the company the ability to make quick, evidence-based changes.